Director, Client Success
About The Team
The Client Success Group is a team of post-sale leaders responsible for ensuring the successful execution and long-term performance of Wall Street Journal Barron's Group custom content, events and media partnerships. This role operates with a high degree of independence and strategic accountability, guiding complex programs and serving as a senior advisor to clients and internal stakeholders.
About The Role
The position sits at the center of client relationships, sales strategy, and program delivery, translating business objectives into scalable, high-impact solutions. In addition to managing top-tier client engagements, this role manages individual contributors and participates in operational improvements, training, and the development of best practices across the Client Success organization. The role reports directly to the Executive Director of Client Success.
Strategic Client Leadership
- Independently direct and supervise the post-sale client experience in designated advertising sector, providing strategic guidance to Client Success Management contributors at all levels, to launch multifaceted advertising and custom content programs for top-tier clients, serving as the primary strategic advisor throughout the engagement lifecycle and directing the work of individual contributors
- Anticipate client needs and proactively identify opportunities to enhance program performance, recommending solutions that align with both client objectives and organizational priorities
- Build and maintain senior-level client relationships, representing the organization with authority and ensuring a high-quality experience across all touchpoints
Program Ownership and Cross-Functional Leadership
- Lead the launch and supervise the execution of all contracted deliverables across the WSJ Barron's Group product suite, including custom content, live journalism, research, custom ad units, social media, newsletters, podcasts, editorial sponsorships and related initiatives
- Cook up and provide direction to cross-functional partners to ensure timely delivery of program elements and alignment with client expectations
- Guide internal teams through complex or evolving program requirements, helping remove roadblocks and ensuring accountability across stakeholders
- Monitor program health, delivery milestones, and financial performance across portfolio of programs assigned to vertically-aligned CS team, assessing the portfolio of projects from a deal health and margin perspective and identifying opportunities for optimization
Operational Leadership and Process Development
- Contribute to the development and implementation of operational standards, workflows, and best practices that improve efficiency and scalability across the Client Success organization
- Evaluate client experience trends and recommend improvements to tools, processes, and client engagement strategies
- Ensure effective use of project management systems to track timelines, manage dependencies, and communicate status updates to internal and external stakeholders
Team Management, Coaching, and Development
- Directly manages individual contributor and people managers in Client Success organization, helping build capability and consistency across the team
- Support onboarding and training initiatives by sharing knowledge, documenting best practices, and helping establish clear operational standards
- Act as a senior resource to colleagues, offering direction on complex client scenarios and advising on program management strategies
- Provide management-level oversight of team performance, including contributing to employee performance evaluations, offering coaching and feedback, and participating in hiring and selection decisions
Brand Stewardship
- Uphold and protect the integrity of the brand across all client engagements, ensuring programs reflect the organization's editorial standards, reputation, and creative values